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Apple OS X Tech Support

Job Location: TX - Austin

Regional Description: Southwest

Job Number: 00526272


- Job description

Career Track:  Client Delivery & Operations
Role:  IT Customer Service Analyst
Location:  Austin, TX
People in our Client Delivery & Operations career track drive delivery and capability excellence through the design, development and/or delivery of a solution, service, capability or offering. They grow into delivery-focused roles, and can progress within their current role, laterally or upward.
Business Process Delivery professionals execute repeatable core business processes and/or technical transactions with a focus on efficiency, first-time quality and overall continuous process improvement.
Job Description
Fjord, part of Accenture Interactive, is a design and innovation consultancy that reimagines people’s relationships with the digital and physical world around them. We use the power of design to create services people love. By combining a human-centered approach with robust methodology, we work with some of the world’s leading businesses to make complex systems simple and elegant. Founded in 2001, Fjord has a diverse team of 800 design and innovation experts in 21 studios around the world, including Atlanta, Austin, Berlin, Chicago, Dallas, Helsinki, Hong Kong, Istanbul, London, Los Angeles, Madrid, Melbourne, Milan, New York, Paris, San Francisco, São Paulo, Seattle, Stockholm, Sydney and Toronto
Fjord is now looking for a great talent to join our team as an IT Support Analyst.  Based in the city of Austin, the IT Support Analyst will primarily provide direct and remote 1st and 2nd line IT support for Fjord staff situated in and around the Austin offices and various client sites.  This role will provide the successful candidate excellent training and support and an opportunity to work in a fast paced blue chip environment.
Responsibilities include, but are not limited to, receiving and responding to requests for technical assistance with Fjord hardware and software, managing/assisting with inventory using asset tracking software, and ensuring proper documentation, tracking, escalation, follow-up, and resolution of all incidents
Key Aspects of the Role:
  • Provide technical support for software applications including Apple OS X, Microsoft Office, Adobe Creative Cloud, the Atlassian Suite and other Apple Mac software
  • Effective incident management and ownership of logged incidents
  • Deploy workstations and software according to Company standards
  • Provide support, help and advice to users on Fjord’s and Accenture’s IT environment
  • Investigate root cause of incidents, document and communicate any identified fixes or workarounds to Fjord IT team
  • Manage access to Fjord online systems; end user accounts, permissions, access rights, and storage allocations
  • Ensure timely user notification of maintenance requirements and effects on systemavailability
  • Assist with IT purchases and maintain inventory of all hardware and software
  • Effective asset management, ensuring that all Accenture/Fjord owned asset are accurately tracked, updated and secure
  • Anticipate, mitigate, identify, troubleshoot, implement preventive measures and resolve hardware and software problems of Fjord systems
  • Effective utilization and management of third party hardware support solution.
  • Proactive championing and understanding of CIO products and services
  • Assist Global Network Operations Centre with the management of the studio’s network connections, including Wi-Fi and Printer management
  • Other support requirements as applicable.
Basic Qualifications
  •  Minimum 2 years’ experience in Customer Service
  •  Minimum 2 years’ experience with Hardware and Software Configuration
  •  Minimum 3 years’ experience with Incident Ticketing Management Systems
Professional Skills:
  • Strong service support orientation.
  • Proven analytical and problem-solving abilities.
  • Ability to effectively prioritize and execute tasks in a constantly changing environment.
  • Strong interpersonal and oral communication skills.
  • Adept at reading, writing, and interpreting technical documentation and procedure manuals.
  • Ability to conduct research into hardware and software issues and products as required.
  • Ability to present ideas and solutions in non-technical, user-friendly language.
  • Highly self-motivated and directed.
  • Keen attention to detail.
  • Skilled at working within a team-oriented, collaborative environment
  • Fluent English, written and spoken


Technical Skills:

  • Hands-on knowledge of Apple Mac OS X (WORKING EXPERIENCE REQUIRED) and Windows 7,8 and 10 (optional)
  • Knowledge of Microsoft Office, Skype for Business and Outlook for Mac and Windows
  • Knowledge of mobile devices across multiple platforms
  • Understanding of laptop/desktop hardware and related troubleshooting
  • Understanding of IT security fundamentals
  • Understanding of networking fundamentals
Professional Accreditations:
  • ITIL foundation level qualification desirable but not essential
  • Apple Mac ACMT Certification desirable but not essential
Candidates who are currently on assignment as part of the Global Careers program are not eligible for consideration.

Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States and with Accenture (i.e., H1-B visa, F-1 visa (OPT), TN visa or any other non-immigrant status).

Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.

Accenture is a federal contractor and an EEO and Affirmative Action Employer of Females/Minorities/Veterans/Individuals with Disabilities.

Equal Employment Opportunity.
All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Accenture is committed to providing veteran employment opportunities to our service men and women.


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